Tier 1 Help Desk Specialist
Contact Center Tech Representative I - Tier 1 IT Helpdesk 100% Remote position Pay: $15/hour Must be able to any day of the week or weekends - Open Availability Duration: Ongoing Temp assignment Candidates must have a Windows based Desktop or Laptop Computer to work from home for the 1st week – Mac based computers cannot be accepted. Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments).
- Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
- Relying on resources as trained (knowledge base, websites, support channels).
- Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
- Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
- Admissions: Support includes application, placement test, withdrawal inquiries.
- Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
- Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires.
- Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Following call flow as trained (designed to assist in asking all required and basic probing questions).
- Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.
- Prepares standard statistical reports, such as help desk incident reports.
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